Service Desk Technician

Serco Group; Valencia; Remote; EUR 21,000 - 32,000; Full time

Job summary

UNICC is seeking a Service Desk Technician to support its IT operations, handling tickets, incidents, and monitoring of core infrastructure. You will work under supervision, reporting to the Service Desk Head of Unit, and participate in the 24/7 rotation schedule.

Desirable skills include knowledge of ServiceNow, monitoring tools, and strong communication. The role is contract-based for 6 months with potential extension based on performance and needs.

Qualifications

• Minimum 2 years in a Service Desk environment supporting customers.
• Experience with ServiceNow or similar ticketing tools and incident management.
• Experience with monitoring tools (SCOM, OEM, NNMi, Argos) is desirable.
• Strong English written and verbal communication skills.
• Ability to work under pressure and in a rotating shift pattern.

Responsibilities

• End-to-end management of support requests and incidents at Tier 1 level.
• Monitor ICT infrastructure and inform customers about outages and progress.
• Escalate incidents when necessary and implement preventive actions.
• Maintain and update the knowledge base and service desk procedures.
• Contribute to change and configuration management activities.

Skills

Service Desk experience

Ticketing tools

Incident & request management

Monitoring tools

English fluency

Communication skills

Problem solving

Education

Diploma or equivalent in Computer Science

Tools

ServiceNow

SCOM

OEM

NNMi

Argos

Power BI

Job description

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Required Services: Service Desk Technician

Duration: 6 months (Possibility of contract extensions based on performance)

ICC is committed to achieving diversity and inclusion within its workforce, providing an environment that reflects the values enshrined in the Charter of the United Nations and encourages all qualified applicants, irrespective of gender, nationality, disabilities, sexual orientation, culture, religious and ethnic backgrounds to apply. ICC is dedicated to the SDGs, making SDG-5 (Gender Equality) and SDG-10 (Reduce Inequalities) the organization goals.

The ICC Service Desk Unit is looking to enhance the capacity of the team, to support the operations in the delivery of support services to its customers following the IT frameworks and standards (ITIL operations and transition, ISO 27001 security) mission-critical infrastructure and with the support of demanding customers from a service desk perspective.

Required Profile:

Technical profiles are required with Service Desk ticketing experience and monitoring tools knowledge, the Service Desk technician will be under the close supervision of the Team Leader and will report to the Service Desk Head of Unit.

Scope of Work / Duties of Consultant:

The Service Desk is Responsible for the full cycle management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management.

Service Desk operators are required to work on a rotation basis, to cover the 24/7 operations, including holidays, nights and weekends based on an eight-hour shift during weekdays and holidays, and a 12-hour shift during weekends.

Responsibilities may include part or all of the following:

• End-to-end management of support requests, incidents and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle.
• Analysing and resolving incidents according to established operational procedures.
• Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
• Managing support requests until closure.
• Monitoring of the ICT infrastructure through the use of various monitoring technologies.
• Informing customers of outages, known errors and resolution progress.
• Assisting in developing or improving technical service policies or technical documentation.
• Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
• Producing technical documentation or user manuals as required.
• Assisting the Change Manager or the CMDB owner with the coordination of changes and update of the CMDB.
• Performing other duties as required.

Required Technical Skills (Essential):

The resourceMUST have the following skills and experience:

• A minimum of 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills:
• Knowledge of ServiceNow or other ticketing tools.
• Incident, Request Management and escalation
• Knowledge of one or more Operational Monitoring Tools – SCOM, OEM, NNMi, Argos.
• Alert troubleshooting and ticket escalation.
• Language fluency in English is required (verbal and written).
• Excellent telephone manners, and interpersonal skills.
• Ability to work under pressure
• Excellent problem-solving abilities

Required Technical Skills (Preferred):

The resourceSHOULD have knowledge of the following:

• Active Directory On-Prem - User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
• Azure AD - User administration; MFA device registration; MS licensed software assignment.
• Virtual Infrastructure - Virtual Machine builds and modification, Snapshots.
• Symantec VIP or the MFA software administration
• Networking: Basic Concepts; DHCP & DNS management
• Avamar or other backup and restore tools
• Microsoft Certificate Authority - Managing certificate creation and renewals.
• Linux and Windows Server troubleshooting and command line
• PowerShell scripting
• Power BI reporting
• Power Tools
• Automation (AI)

Required Soft Skills:

• Customer facing experience and oral communication skills
• Ability to write documentation & reports
• Creativity/ ability to find innovative solutions
• Willingness to learn on the job
• Conflict management & cooperation
• Ability to work under pressure

Desirable certifications:

• Diploma or equivalent in a Computer Science related area

Teleworking Option:

Required based on schedule and rotation

On-call requirements:

This may be required on an exceptional basis.

Key Information on On-Call Work and Overtime

Important to note regarding On-Call Requirements & Overtime

Overtime Fees:

• Mondays to Saturdays: 125% of the daily rates
• Sundays & UNICC Public Holidays: 150% of the daily rates On-call Services